Manager, Workforce Management

Who you are

You have a strong background in workforce management, with experience leading teams and implementing strategies that enhance operational efficiency. Your analytical skills enable you to drive data-driven insights that improve service delivery and customer experience. You are adept at collaborating with cross-functional teams, ensuring that all stakeholders are aligned in achieving service-level goals. You understand the importance of maintaining SLA adherence and are committed to continuous improvement in a fast-paced environment. Your leadership style fosters a culture of accountability and excellence, motivating your team to meet and exceed performance metrics. You are comfortable navigating complex operational challenges and thrive in high-growth settings.

Desirable

Experience in customer service or fraud operations is a plus, as is familiarity with performance management metrics such as occupancy and schedule adherence. You may also have a background in data analysis tools that support workforce management initiatives.

What you'll do

In this role, you will lead the workforce management strategies for Affirm, ensuring optimal staffing levels across customer service teams. You will own the performance management across core WFM metrics, including interval compliance and shrinkage. Your responsibilities will include analyzing data to identify trends and areas for improvement, as well as developing actionable plans to enhance operational performance. You will partner closely with teams in Planning, Vendor Management, and Training to ensure that resources are allocated effectively and that operational excellence is achieved. You will also be responsible for driving continuous improvement initiatives that enhance the customer experience and support scalable growth. Your role will be critical in maintaining service-level agreements and improving service delivery through data-driven insights.

What we offer

At Affirm, you will be part of a mission-driven company that is reinventing credit to make it more honest and friendly. We offer a collaborative work environment where your contributions will directly impact our operations and customer satisfaction. You will have the opportunity to work with talented professionals across various functions, driving innovation and excellence in workforce management. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our commitment to creating a better financial experience for consumers.